Senior Officer- Business Knowledge

About This Role

Company Description Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation.

We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry.

Job Description Core Responsibilities:

• Create, implement, and maintain Business Knowledge calendar.
• Conduct new hire orientation.
• Identify Training gaps through constant staff interaction, review of channel performance and other support tools.
• Conduct and coordinate training classes for new hire Tellers, Customer Service Officers, Business Development Officers, Direct Sales Agent, and other positions as needed.
• Create training programs and partner with subject matter experts (internal & external) as needed.
• Partner with subject matter experts and managers to help identify training needs and develop effective and engaging training material, content, and programs.
• Instrumental Designing of training materials and developing visually engaging training content in line with agreed Sales and Distribution and FAB brand guidelines
• Continuously recommend new training approaches, techniques, and programmes
• Create training agendas and coordinate for scheduling trainings {venue, invite list, F&B, Attendance management, follow ups etc.} accordingly.
• Maintain training attendance and feedback report and increase overall satisfaction of trainings.
• Increase engagement and attendance.
• Build well established business partnerships with the various business units.
• Ensure that all staff, new and existing, within the department and external to, are trained on product, policy, proposition, system etc.
• Conduct Refresher Trainings
• Schedule for workshops and drop-in clinics as and when required.
• Create virtual questionnaires to test staff knowledge.
• Conduct site /floor and branch visits to increase engagement of digital journeys.
• Bringing Campaign live – Refreshers scheduled to keep campaigns live.
• Provide staff with knowledge support and guidance via emails, call, MS Teams.
• Prepare and share monthly Business Knowledge MIS.

Other duties may be assigned.

Qualifications Threshold Qualifications

• Bachelor’s degree in Business Administration, Human Resources or any related discipline, is required.
• Master’s degree in Business Administration, Human Resources, Business Administration or any related discipline is preferred.

Years & Nature of Experience

• Minimum of 2 years of experience in customer service, Banking Environment
• Excellent written, verbal, analytical and communication skills
• Proficiency in MS Office
• Focus on quality and customer service
• Must be able to effectively deal with people at all levels.